India - Service Desk Analyst

Who we are?

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organisations.

We have an ambitious growth model, and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Contract type: Permanent

Location: Chennai (Guindy)

Main Purpose of job

Provides first and second tier IT technical support to internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex.  Work in a manner that improves the business’ IT experience. Supports Inchcape’s network and systems to ensure disruptions are minimized.

Key Accountabilities

• To provide first and second tier customer support; managing customer expectations in a satisfactory and consistent manner.
• Through the use of various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first class support response environment such that customer needs are met and their own productivity is enhanced.
• Receive customer queries via telephone, ticketing system and email; suitably categorize, log and work to resolution within service desk system.
• Provide Regional Service Desk / Help Desk administrator functions to Resolve tier 1 and where appropriate tier 2 service calls, ensure closure and keep the customer abreast of progress throughout. Where necessary, escalate to the appropriate authority
• Image company devices
• Maintain regional applications and services
• Required to upgrade memory and SSD in laptops
• Manage assets/inventory in our service desk system and Active Directory
• Organize cabling and provide console access to routers and switches when required
• Utilize any defined processes and procedures to setup new customers (or removal of existing customers) ensuring all requirements are met including any security considerations.
• Ensuring license standards are met according to SOP (Standard Operation Procedure)
• Ability to travel at short notice and facilitate site IT support activities where appropriate.
• Meet all SLA targets, taking proactive action where improvements can be made.
• Maintain process and procedure documentation.
• Be an active team member supporting the Americas region, while providing local and remote customer service
• Physically setup work stations for local office staff and collect and store equipment when not in use
• Carry out other responsibilities as necessary.
  Key Deliverables:
• Minimize system disruptions
• Keep Business functioning with minimal interruption
• Help desk open ticket items promptly resolved
  Essential:
• Ability to define, document and work with the Global IT processes and procedures
• Technical skills may include support of : NT Server/N
• Desktop/servers technology and applications
• Experience of using service / helpdesk application to track and manage calls.
  
• IT Degree or Certification
• Bilingual is a Plus, but not required
• English Proficiency: Advanced Level
  Why Inchcape Shipping Services?We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training and expertise. We realize the value of our staff and know that your unique experiences, skills and passions will help you to build a rich and rewarding career in our dynamic industry. 
  

           Our values are at the center of everything we do and the successful candidate will be expected to                     demonstrate and fully adopt these:

Global Perspective - we connect the world and see the bigger picture.

The Power of People - we rely on the strength of local agent knowledge and relationships.

Progress - we adopt new thinking and push for positive change in our industry.

In return, we will offer you:

A diverse range of benefits, depending on your geographical location. Globally as a minimum you will receive:

• A retirement savings plan
• Life assurance
• Holiday starting at 22 days
• Healthcare
• Competitive salary
• Employee Assistance Programmed
• Career development and progression opportunities
• Values Award celebration events
• Team building days

Plus, much more!

If you think that you have the right skills, knowledge and attitude to join our team, then we invite you to apply by simply clicking at the top of this advert!

#ISSthebiggerpicture

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.

Inchcape is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.
#LI-MB1